Manager, Field Service

This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.

JOB SUMMARY

Responsible for overall fulfillment operations of the system locations from the tap to the home across the assigned area. Responsible for providing direction and leadership to fulfillment while maintaining system integrity and overseeing operations of installations, service and maintenance. Supervises fulfillment resources. Coordinate and collaborate with Construction, Dispatch, Warehouse, Engineering and Care operations to ensure optimal customer experience. Coordinate and communicate with field operations management on process and procedural improvement opportunities. Provide reports to field operations management on activity and results. Responsible for the hiring, training, development and performance management of staff

MAJOR JOB DUTIES AND RESPONSIBILITIES

• Actively and consistently supports all efforts to simplify and enhance the customer experience.
• Manages all technical operations at the system level to maintain the integrity of the network and assures quality and consistency of voice, video, and data to customers.
• Provides technical support and direction to staff regarding new or existing technologies, operational standards, and staff development.
• Responsible for purchasing, budgeting, business plan development, deployment of new products, and capital projects.
• Provides quality assurance support and direction to field staff regarding new or existing technologies, company Technical Quality Assurance (TQA) Program standards.
• Assists in the coordination, preparation and maintenance of the capital and operating budgets.
• Monitors current procedures and tests performed in accordance with FCC standards to ensure compliance.
• Ensures quality control checks are completed satisfactorily; resolves escalated customer problems as necessary.
• Provides recommended areas for improvement within the drop network to field operations management.
• Monitors and reviews system material management procedures, inventory control, safety-training program and security to ensure compliance with company policies and procedures.
• Maintains records and documents in accordance with company policies and procedures.
• Establishes positive employee relations through effective communication and ongoing support.
• Develops an effective frontline Leadership team and assists them with developing their direct reports as to drive a high performance culture and environment.
• Adhere to industry specific local, state, and federal regulations, as applicable.
• Know, understand and follow company policy.
• Perform other duties as requested by manager.

REQUIRED QUALIFICATIONS

Required Skills/Abilities and Knowledge

• Ability to read, write, speak and understand English
• Advanced understanding of the TCP/IP stack and associated abstraction layers
• Advanced knowledge of network designs, network architectures, and network topologies
• Ability to safely use weight-bearing equipment (such as gaffs, safety harness and ladders) within the maximum weight limitations of that equipment
• Ability to accurately measure distances, using tapes or other measuring devices
• Ability to differentiate between different sizes and colors of wires
• Ability to operate a bucket truck and test equipment, required to perform job duties
• Ability to operate appropriate computer or test equipment associated with position
• Ability to work with small components and wires to make cable connections
• Ability to splice coaxial cable
• Ability to use handheld communication devices and applications
• Ability to handle multiple projects and tasks
• Ability to maintain confidentiality
• Ability to prioritize and organize effectively
• Ability to supervise and motivate others
• Ability to use personal computer and software applications
• Advanced knowledge of company products and services
• Advanced knowledge and understanding of the testing and reporting of technical proofs of performance
• Advanced knowledge of construction practices and specifications
• Advanced knowledge of Headend operation & standards
• Advanced knowledge and ability of Installation/Service requirements both as it relates to policies& procedures
• Knowledge of the capital and operating budget process
• Demonstrated effective leadership skills
• Knowledge of Microsoft Office
• Valid driver's license with satisfactory driving record within Company required standards

Required Education

• Bachelor's degree in electronics or related field, or equivalent work experience
• Industry and vendor specific certifications and training (NCTI, SCTE, BCT/E)

Required Related Work Experience and Number of Years

• Technical supervisory experience or equivalent work experience - 5+

WORKING CONDITIONS

• Majority of work performed in an office environment
• May work indoors in confined space, poorly ventilated areas such as attics during extreme heat
• Exposure to dust, dirt, noise, insects, rodents, pets, and cleaning solutions
• Work outdoors in all kinds of weather and at all times of the day or night
• Work performed near power lines and electricity
• Work and travel in inclement weather
• Work performed at various heights above ground on telephone/power poles
• Work in a 24x7, fast paced environment

PHYSICAL AND MENTAL REQUIREMENTS

Physical Requirements

• Ability to carry, climb and operate extension ladder, (approx. 32 ft high and 90 pounds)
• Ability to climb poles using gaffs, hooks and climbing belt as needed
• Ability to work while standing % of the time
• Ability to make cable connections in tight spaces by bending, reaching, twisting
• Ability to perform job from high places (i.e. poles and roofs)
• Ability to use the following hand tools electric drills, hammers, wrenches, screwdrivers
• Ability to walk over all types of terrain in all kinds of weather while carrying tools and equipment, including gaffs, ladders, and fully loaded tool belts

TOP

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A qualified applicant's criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.

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